Complaints

This profile includes complaints for Air France's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Air France

  125 West 55th Street, FL2 New York, NY 10019-5384

• 

  Air France

  21 Logan Airport East Boston, MA 02128

• 

  Air France

  1120 Connecticut Avenue, Suite 1050 Washington, DC 20036

• 

  Airfrance

  PO Box 20980 Atlanta, GA 30320-0980

• 

  Air France

  DFW airport Coppell, TX 75019

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/21/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had my friend pay online for my 2nd checked baggage fee with his debit card to ensure that i wouldnt have any issues checking in the following day for my flight since I was pretty low on money.It went through successfully and I went to the airport where they told me they could not see any evidence it was paid for and they were very rude and not helpful in the least bit (AirFrance in *************) airport. I was traveling alone and could not pay for my baggage so I had to call the same friend and figure out a way to pay for my baggage AGAIN this time I gave it to them in cash after my friend had sent me the money from the ATM's cardless transaction option. I have still not received a refund and they are not helpful over the phone, or through email which they told me to do. This is the worst airline I have ever flown with and I will make sure never again to have a layover in ***** or anywhere in France for that matter.

  Business Response

  Date: 09/07/2023

  Dear BBB,
  
  
  We regret to learn about the inconveniences the passenger ***************************** describes in the claim ******** 
  
  According to our records, the passenger paid TRY ******* for an extra bag on 20/05/2023.Our system does not show us the information that the passenger gives us.
  
  We therefore respectfully reject his request.
  
  Passengers wishing to consult the detailed invoice can visit the following link: *************************************************************.
  
  Yours Sincerely,
  
  ***********************
  Air France KLM ******** Care Assistant

• Initial Complaint

  Date:08/21/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  June 2nd, 2023 Paid the business: $4782.18 Flight from *** to ****, *****, and return Lost luggage for 5 days of a 7 day trip, stranded internationally and refused to reimburse for the most basic necessities. We were working on a resolution for 2 months where they agreed to reimburse the receipts for a total of $558, but then upon closure denied the agreement and gave me only $217. Details: I purchased a Business Class Delta Flight operated by Air France, and AF lost my luggage for 5 days from date of departure and left me stranded internationally with absolutely zero necessities. The lost luggage resulted in a $25,000 loss for the trip, as I was unable to join the film festival and events that I was traveling for, due to no clothes, shoes, amenities, NOTHING! Upon return, I filed a claim with Air France for reimbursement of basic necessities to survive during the period with no luggage. The lost luggage destroyed my trip, massively impacted my business and was an enormous financial loss. The total claim was for $558 USD, which covered toothpaste/toothbrush, shampoo/conditioner, sunscreen, moisturizer, face wash, 1 t-shirt, 1 pair of shorts, 1 bathing suit, 1 pair of flip flops, PJs and underwear - and one taxi ride to purchase the items. It took 2 months and many hours/days of unnecessary email exchanges back and forth, due to Air Frances complete incompetence to find resolution. It cost me many hours of lost wages dealing with it. At the end of it after agreeing to the $558, they denied the claim and only agreed to reimburse $217 USD, because they said my receipts were not itemized. Keep in mind everything is in *******, a language I dont speak.Air France jeopardized my wellbeing, impacted me financially and damaged my business - then wasted months of time with unprofessional customer service, which incurred more financial loss on my end. They did all of this to save $341, after charging me almost $5000 for the flight. It's despicable.

  Business Response

  Date: 09/07/2023

  Dear BBB,
  
  
  We regret to learn about the inconveniences the passenger ********************* describes in the claim ********.
  
  Under the Montreal Convention and the General Conditions of Carriage, the airline is liable for damage caused by a baggage incident up to an amount of ***** SDR (Special Drawing Rights), i.e. ******* EUR, at the current exchange rate. 
  
  We have reviewed the passenger's case and we are pleased to refund the remaining amount of these receipts, i.e. ****** USD.
  
  As regards his request for a refund of his ticket, I cannot give him a favourable reply as the tickets were used by the passenger.
  
  Best regards,
  
  ****************************;
  Air France and KLM *************

• Initial Complaint

  Date:08/16/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I attempted to book using my flying blue rewards miles and the next day my flight was suspended without any explanation at all and my rewards are now locked. Air france will not explain why this occurred and told me I will get an email about it which I never did. my flying blue number is **********

  Business Response

  Date: 08/18/2023

  Dear BBB,
  
  We regret to learn about the inconveniences the passenger ************************************** describes in the claim ********.
  
  We have forwarded his claim to the ******************** They will contact the passenger directly.
  
  You can contact us again by replying to this e-mail. Please do not amend the subject line. This will ensure that your reply is added to this file and that we can process it as quickly as possible. This e-mail address can only be used to reply to a specific file reference mentioned in the subject line and not for any other correspondence.
  
  Yours Sincerely,
  
  ***********************
  Air France KLM ******** Care Assistant

• Initial Complaint

  Date:08/16/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Better Business Bureau:
  
  At this time, I have not been contacted by Air France regarding complaint ID ********.
  
  Sincerely,
  
  *****************************
  

• Initial Complaint

  Date:08/16/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  I already contacted this department before filing the complaint.

  No one else has contacted me.

  Please redact my name from public view which the company used in its response.

  Thank you
  

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***********************
  
  
  
  
   
  

  Business Response

  Date: 08/18/2023

  
  Dear BBB,
  
  We regret to learn about the inconveniences the passenger *********************** describes in the claim ********.
  We have forwarded his claim to the ******************** They will contact the passenger directly.
  You can contact us again by replying to this e-mail.Please do not amend the subject line. This will ensure that your reply is added to this file and that we can process it as quickly as possible. This e-mail address can only be used to reply to a specific file reference mentioned in the subject line and not for any other correspondence.
  Yours Sincerely,
  ***********************
  Air France KLM ******** Care Assistant

  Business Response

  Date: 11/15/2023

  Dear ***********************,
  Please find below our response to the ** BBB:
  
  Your reference: ******** 
  Our reference: *********
  
  Dear BBB,
  
  We regret to learn about the inconveniences the passenger *********************** describes in the claim *********
  
  We understand that this situation is frustrating for the passenger and we apologise.
  
  We would like to inform him that there is a dedicated service for Flying Blue passengers. We have forwarded the passenger's file to this complaints department.
  
  Unfortunately the ************************ is unable to help him further with his problem.
  
  If the ******************* does not contact the passenger within the next few days, we invite the passenger to go to their website and submit his complaint directly.
  
  Yours Sincerely,
  
  ***********************
  Air France KLM ******** Care Assistant

  Customer Answer

  Date: 11/21/2023

  Air France fixed the technical error this week and is now in compliance with it's Flying Blue member program. This complaint can be closed and is resolved. Thank you BBB for your help.

• Initial Complaint

  Date:08/16/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We flew KLM/AirFrance June 14, 2023 from ********* to ******. We were taking a cruise from ****** the next day for 10 days with our final destination, ****. Air France lost our families luggage containing all our clothing, shoes, my medication, toiletries, etc. June 14th, 2023. We boarded the cruise June 15th with nothing but my daughter's medications and medical devices which took up all the room in our allowed carry on luggage. For 8 days we had nothing we had packed for our trip and spent each day in whichever port we were at, searching for comparable toiletries and shoes and clothing that would be appropriate for the weather. We racked up over ***** (Euro) in receipts for necessities. According to Air France/euro laws were were to be reimbursed up to **** euro PER PERSON. only one of us ******************* has been reimbursed and we are seeking the remaining **** for *********************** but Air france has closed our case and I can not reach anyone at air france to assist. I am seeking assistance via BBB please. Our case numbers are C-******* for *********************** and C-******* for *******************.

  Business Response

  Date: 08/23/2023

  Your reference: ********
  Our reference: *********
  
  Dear BBB,
  
  We regret to learn about the inconveniences *********************** describes in her claim ********.
  Under the Montreal Convention and the General Conditions of Carriage, our passengers are *********** reimbursement of their direct and proven expenses.
  After calculating the receipts you have sent us, we have the amount of ******* USD.
  According to our records we have paid the amount of **** USD which corresponds to the amount of our maximum liability.
  We are pleased to refund you the difference, i.e. ******* USD.
  You can contact us again by replying to this e-mail. Please do not amend the subject line. This will ensure that your reply is added to this file and that we can process it as quickly as possible. This e-mail address can only be used to reply to a specific file reference mentioned in the subject line and not for any other correspondence.
  Yours Sincerely,
  ***********************
  Air France KLM ******** Care Assistant

• Initial Complaint

  Date:08/14/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I have already provided the receipts for the claimed amount as well as my bank information on the Air France website at the initial claim filing time on July 7, 2023. I also provided receipts in my initial complaint with BBB.

   

  When attempting to add this requested information on the Air France claim status tool, I am informed my claim has been processed and closed. It is unclear at this point if it was closed prematurely or the refund has been sent after the message from Air France requesting this information.
  

  It appears Air France created a new complaint (*********) and completely ignored complaint ********* in favor of this new complaint.

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *********************************
  
  
  
  
   
  ag that had been mislabeled as mine by the ***** staff at the point of departure at ***. After waiting the mandatory 21 days, I replaced all of my belongings and submitted a claim for reimbursement - this was on July 7. The total expenses incurred to replace the items amount to ****** USD. I have since reached out twice to inquire on the status, including once today on Aug 11, ************************************************************************************************************************************************************** expedite the process.

  Business Response

  Date: 08/15/2023

  
  Dear BBB,
  
  
  We regret to learn about the inconveniences *** ******************************;describes in his claim ********.
  We are sorry that the passenger's luggage was delayed during his journey with us on 04/06/2023 from *********** to ******.
  Under the Montreal Convention and the General Conditions of Carriage, our passengers are *********** reimbursement of their direct and proven expenses. 
  According to our records, the passenger has not provided us with receipts for his expenses.
  In order to proceed with the reimbursement of his expenses, we invite him to communicate the receipts as well as the following information: 
  Bank account:
  Bank code: 
  Bank name:
  Beneficiary name:
  Beneficiary address: 
  We will process the payment as soon as we receive the requested information.
  You can contact us again by replying to this e-mail.Please do not amend the subject line. This will ensure that your reply is added to this file and that we can process it as quickly as possible. This e-mail address can only be used to reply to a specific file reference mentioned in the subject line and not for any other correspondence.
  
  Yours Sincerely,
  ***********************
  Air France KLM ******** Care Assistant

  Customer Answer

  Date: 08/30/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Again as stated SEVERAL TIMES in this complaint chain so far, I HAVE NEVER RECEIVED MY BAG. A bag was attempted to be delivered but it was NOT my bag and was REFUSED because it belonged to someone else. Attached are the photos of the bag tag with the womans name who the bag belonged to. My bag was a red *********************** bag, not a pink hard case bag as the photo shows.

  I have been permanently deprived of the items I originally left with, and have now been almost 3 months without belongings or compensation for replacing the belongings.

  This is becoming farcical at this point.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *********************************
  
  
  
  
   
  

  Business Response

  Date: 11/21/2023

  Your reference: ********
  Our reference: *********
  
  
  Dear BBB,
  
  We regret to learn about the inconveniences ************************************* describes in his claim ********.
  
  According to our records, the passenger filed a claim with the ********** of ********* in case C-******* and we offered him, as a commercial gesture, the amount of ****** EUR or ****** USD by 18/11/2023. This amount also includes the receipts that the passenger sent us.
  
  Yours Sincerely,
  
  ***********************
  Air France KLM ******** Care Assistant